Business Analyst, Network Strategy & Performance, Network Strategy and Preformance

About the role

The Network Strategy and Performance (NP) team defines and delivers the right human-assisted support to Amazon customers under demand and labor supply volatility, by optimizing the Amazon Customer Service (CS) network for customer experience, associate experience, and cost. We analyse historical data and anticipate potential business events to accurately predict the number of Customer Service Associates (CSAs) required for a given period.

What you'll do

• Create and accurately maintain CSA shift schedules ensuring shifts are optimally planned to meet the sites short term forecast requirements and Service Levels (SL)
• Monitor actual staffing levels against planned staffing and take the relevant corrective actions as required improve SL
• Work closely with mid to senior-level leaders across core teams to identify and mitigate emerging risks and assists in creating mitigation plans for staffing corrections…
• Responsible for coordinating site-staffing needs including reporting and analysis of site headcount numbers as per staffing plan
• Responsible to coordinate various cross-training, new-hires, and management of network and site-wide shift rotation processes as per business need

What you need

• 4–7 yrs of experience
• Statistics
• Dashboarding
• LLMs
• B.Tech or B.E. or MBA

Good to have

• Data visualisation
• Tableau
• SQL
• Business analysis